TrustRadius Insights
SolarWinds Web Help Desk has proven to be a valuable tool for various organizations and institutions. For example, in a school district, …
Overview
What is SolarWinds Web Help Desk (WHD)?
SolarWinds Web Help Desk is ticketing and IT asset management software. It is designed to simplify help desk management. This solution includes built-in ticketing management, asset management, change management, and knowledge base capabilities.
Recent Reviews
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Expert directory (13)10.0100%
- Subscription-based notifications (17)9.898%
- Organize and prioritize service tickets (19)9.898%
- ITSM collaboration and documentation (14)9.090%
Pricing
N/A
Unavailable
What is SolarWinds Web Help Desk (WHD)?
SolarWinds Web Help Desk is ticketing and IT asset management software. It is designed to simplify help desk management. This solution includes built-in ticketing management, asset management, change management, and knowledge base capabilities.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Would you like us to let the vendor know that you want pricing?
6 people also want pricing
Alternatives Pricing
What is Freshdesk?
Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user…
What is Intercom?
Intercom creates modern Customer Service software that aims to redefine how businesses support their customers. The platform connects businesses directly to customers using powerful messaging and automation. According to the vendor, Intercom enables teams to scale support without investing more…
Features
Return to navigation
Product Details
- About
- Competitors
- Tech Details
- Downloadables
- FAQs
What is SolarWinds Web Help Desk (WHD)?
SolarWinds
Web Help Desk is ticketing and IT asset management software. It is designed to
simplify help desk management. This solution includes built-in ticketing
management, asset management, change management, and knowledge base
capabilities.
SolarWinds Web Help Desk (WHD) Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Expert directory
- Supported: Subscription-based notifications
- Supported: ITSM collaboration and documentation
- Supported: Ticket creation and submission
- Supported: Ticket response
- Supported: Automated responses
- Supported: Attachments/Screencasts
- Supported: SLA management
Self Help Community Features
- Supported: External knowledge base
- Supported: Internal knowledge base
- Supported: Q and A
- Supported: Surveys/polls
Multi-Channel Help Features
- Supported: Customer portal
- Supported: Social integration
- Supported: Email support
- Supported: Help Desk CRM integration
SolarWinds Web Help Desk (WHD) Screenshots
SolarWinds Web Help Desk (WHD) Videos
Intruduction to Web Help Desk
Web Help Desk product training
SolarWinds Web Help Desk (WHD) Competitors
SolarWinds Web Help Desk (WHD) Technical Details
| Deployment Types | On-premise |
|---|---|
| Operating Systems | Windows |
| Mobile Application | No |
SolarWinds Web Help Desk (WHD) Downloadables
Frequently Asked Questions
Zendesk Suite, Freshdesk, and ConnectWise PSA are common alternatives for SolarWinds Web Help Desk (WHD).
Reviewers rate Expert directory and Social integration highest, with a score of 10.
The most common users of SolarWinds Web Help Desk (WHD) are from Mid-sized Companies (51-1,000 employees).
Comparisons
Compare with
Reviews and Ratings
(53)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Recommendations
SolarWinds Web Help Desk has proven to be a valuable tool for various organizations and institutions. For example, in a school district, teachers and administrators utilize the software to report technology issues, providing the Tech Department with important information to address these problems. This has resulted in improved efficiency in the ticketing system and better support for end users. Additionally, SolarWinds WHD is used by multiple departments within the district, such as IT, Data, Facilities/Maintenance, and HR, to support users and provide application support.
Furthermore, universities have found great value in using SolarWinds Web Help Desk as their primary ticketing system. By automatically delegating tasks to the appropriate technicians and integrating with other systems like mobile device management or email, the software streamlines the process of addressing technical issues and requests from students, faculty, and staff.
In another instance, a college's IT Helpdesk relies on SolarWinds Web Help Desk to manage work orders and trouble tickets. By providing a central management point for data and enabling effective communication with both internal and external users, the software helps track issues, manage workload, and effectively prioritize tasks.
Additionally, SolarWinds Web Help Desk serves as a centralized help desk platform for various organizations. It supports IT support teams as well as those focusing on EMR support, data analytics support, and facilities/supply requests. The software's ability to effectively communicate with a large user base while providing a centralized tracking database for performance metrics has proven invaluable.
Overall, SolarWinds Web Help Desk caters to the diverse needs of different organizations by offering a flexible and efficient solution for managing technical issues, improving responsiveness, and providing clear reporting for problem areas. Users have praised its customization options, fast tech assistance, centralized database features, and integration capabilities with other systems.
The users have made several recommendations for SolarWinds Web Help Desk based on their experiences. Here are the three most common recommendations:
-
Consider other options instead of SolarWinds Web Help Desk: Some users suggest exploring alternative help desk solutions, indicating that SolarWinds Web Help Desk may not meet all their requirements. This recommendation highlights the importance of thoroughly evaluating different options before making a decision.
-
Try the trial version first: Users recommend taking advantage of the trial offer provided by SolarWinds Web Help Desk. By using the trial, organizations can assess the versatility and ease of use in organizing help desk needs, helping them determine if it aligns with their requirements.
-
Customize and configure carefully: Reviewers emphasize the need to take time and carefully customize and configure SolarWinds Web Help Desk to suit specific organizational needs. They advise organizations to evaluate which features will be most beneficial before going live with the product.
These recommendations provide valuable insights into how users perceive SolarWinds Web Help Desk, helping potential customers make informed decisions about whether it is the right solution for them.
Attribute Ratings
Reviews
(1-19 of 19)Companies can't remove reviews or game the system. Here's why
We utilize the SolarWinds Web Help Desk both internally within our organization and we support "outside" entities that utilize our Public Safety Application and/or hardware. We tried out a demo and the product and decided to make it permanent in our environment. We use this track for re-occurring issues, as a knowledge base, and to measure the performance of our service. This has been a very valuable tool for our organization.
- SolarWinds Web Help Desk was easy to implement and maintain
- Support behind the product is phenomenal
- SolarWinds is great about notifying customers about product updates
- Owners / Users of the product can make suggestions to SolarWinds to help make improvements or feature requests
- I have been a user for over 8 years and the product continues to exceed my expectations!
- I am amazed at the fact that the users have an impact on how the product continues to evolve
- Continued efforts put forth on the security of all the SolarWinds products have been amazing
We use SolarWinds Web Help Desk (WHD) as our ticketing system for IT Helpdesk at the college. It addresses any and all technical issues and account creation requests through the college systems. End users who have issues can send in an email and leave a voice message and those are created into tickets. Use can also log into SolarWinds Web Help Desk and manually create their own ticket.
- Ticket Creation and Completion Tracking
- Assets Management and Reservations
- FAQs management
- Mobile App
August 25, 2021
Clunky and dated
SolarWinds WHD is used by multiple departments for supporting users. Used by IT, Data (who provides application support), Facilities/Maintenance, HR and possibly others.
- Easy to view tickets for department and self.
- Easy to assign tickets to techs.
- Easy to create email in ticket to send to user.
- Advanced ticket search capabilities.
- Ticket emails show all details of ticket.
- Clunky, dated interface.
- Interface doesn't always work. Sometimes have to click multiple times to get something to work.
- No categories for tickets.
- It is not possible to unmerge tickets in the technician interface. You have to go into the database to do this.
June 29, 2021
WHD Saves the day!
[I use SolarWinds Web Help Desk (WHD)] across the entire organization, teachers/principals are responsible for submitting a ticket when empiercing a technology issue or request.
- Active Directory Integration
- Asset managment
- User and tech both receive emails upon entry
- Easy to use interface
- Great reporting functions
- Because of AD integration, users sometimes try logging in with their email address and not AD credentials. The user then calls stating they can't put a ticket in, it would be nice if there was a method of matching the AD Email field with a login.
- Setting up new techs with the building they are responsible for can be a little messy
April 23, 2021
Solid held desk offering with some shortcomings
We are utilizing SolarWinds Web Help Desk (WHD) across our entire organization as a centralized help desk platform for IT support, EMR support, data analytics support, and even for requests to our facilities and supply departments. SolarWinds Web Help Desk (WHD) helps address our ability to communicate with a large user base on virtually any technical support or assistance issues that our staff needs. It also allows for a centralized tracking database on the performance and customer service metrics for my IT staff.
- Web-based interface compatible with all browsers
- In-depth ticket class customization
- SLA settings for ticket queues
- Integration with other software platforms
- Reporting functionality is limited and confusing
- User interface customization is extremely limited
- End-user layout can be confusing
- Admin roles do not provide a universal view
- Tickets do not always show up in the admin queue
As a SolarWinds Reseller and user, we often need to avail ourselves of their tech assistance. They have always been fast and responsive in helping us solve our tech issues. However, since the backup software is so easy to use and incredibly reliable it is a rare opportunity for us to interact with Support. However, when we do need them, they are very responsive and provide great follow-up. We recommend SolarWinds very highly.
- Follow-through
- Quick response
- Respectful and knowledgeable
- Always willing to help
- If there is a tough question, they willingly bring in engineers and others to assist.
- More support materials. Videos on certain functions, etc.
- More easily brand-able materials.
- Wracking my brain to think of more, but honestly, I can't.
October 14, 2019
Great ticketing system to identify and resolve problem areas
We use SolarWinds Web Help Desk for our IT and software development support ticketing system. SolarWinds is utilized throughout our entire organization. SolarWinds has helped our IT and development teams be more responsive to staff and customers. It provides clear reporting for our problem areas and how to reduce our support ticket count.
- The reporting is great and shows our IT and Development teams what issues are causing the most amount of support tickets.
- Tracks tickets by user, department, issue, and status of ticket.
- Customization is great and you add custom fields to fit your exact needs.
- Better integration with 3rd party software providers.
- Wish there were better reporting templates.
- Technical support needs some work since it's inconsistent with SolarWinds. But most solutions can be found online.
September 28, 2019
Streamlines IT operations
We use SolarWinds for our internal IT operations and it is being used across our entire organization.
- Patch management
- Remote login and remote management
- Asset reporting
- Pricing could be more competitive
- Better patch deployment tools
- Better Mac OSX support
June 01, 2019
No More "Can I open a ticket please?"
We have been using SolarWinds Help Desk across our whole organization to better support our employees when an issue arises. This product has created a more efficient way of communicating issues within the organization by opening a ticket.
- Tracks tickets by user, department, and issue.
- Keeps track of assets. E.g. desktops and servers. This feature is great. You don't have to run around looking for the location of an asset.
- Able to customize and run reports to show activity on employees, departments, or specific issues within the organization
- Able to locate a previous ticket, see what resolution it had, and use that on future tickets.
- Able to add Work schedule and vacation options so tickets go the backup tech.
- You're not able to make the Lead technician have a secondary email, so that when a ticket is open the manager also receives the email alert that a ticket has been opened.
- Not able to have one then one lead tech.
- Not able to add breaks and lunch schedule so that when the lead tech is away on break the tickets go to the backup tech
December 07, 2018
SolarWinds Help Desk will help you streamline your support
We have been using SolarWinds Web Help Desk across our whole organization to better support our core end-user base. By implementing this product we have created a more efficient ticketing system to meet current SLAs for our company. Since its implementation, our goals have been met more often and our end users are happier with the level of support received. Customized reporting has allowed us to track all metrics and make our service better overall.
- Customized reporting allows us to track our service and support better, and find where we need improvements. This allows us to constantly upgrade our service levels and keep the customers happy.
- Detailed tracking and response to the end users have led to quicker remediation of tickets. We are able to see where we need a better response or where to add additional resources for support.
- Overall metrics allow us to staff properly for our tickets by location and remote users.
- Some of the initial setup could use better instruction.
- Customization will grow with experience with the product. Fortunately, there are good forums and support to help with this.
- Reporting is the same but we have found great help from the vendor and other resources on the web to get our reporting where we want it.
November 14, 2017
No-frills help desk ticketing system
Our university uses Solarwinds Web help Desk as our primary ticketing system for students, faculty, and staff. It helps delegate tasks automatically to the appropriate techs within the information systems department. We also have it connected to our mobile device management system which allows asset information to be added to each ticket automatically if a user has a system enrolled.
- Email notifications are pretty good; you can add hidden notes, close/resolve/update tickets just by selecting the appropriate link in the email that is sent when a ticket is created or edited.
- It provides a great deal of information to both the user and tech.
- It allows us to automatically update asset information with our mobile device management system by using an extension.
- The Web Help Desk mobile application for iOS is severely lacking.
- Sometimes email notifications can be very cluttered.
- It's built on WebObjects which has been deprecated by Apple for many years.
- It's a little click-heavy.
July 25, 2017
Help! Desk.
Score 7 out of 10
Vetted Review
Verified User
We use SolarWinds web help desk across the enterprise. We are using internally and with our customer facing services.
- Capture incidents and resolutions
- Transforming resolutions to self help
- Reduces cost of repeat incidents by allowing proactive engagements
- We would like to see it integrated with the top 3 cloud providers
- Better integration with other solarwinds tools
June 03, 2016
SolarWinds Web Help Desk is an adequate solution, but there are better options out there.
SolarWinds Web Help Desk (WHD) is utilized by the IT department to manage work orders and trouble tickets. The tickets are generated via email from the end users, or manually by the technician. This allows us to monitor the time and resources it takes to support our organization and also provides us with a central managing point for data regarding work orders or trouble tickets.
- Automatically creates trouble tickets via email. This allows our users to create their own tickets and allows the technicians to review the queue and prioritize the work, allowing for more efficient production.
- Automatically corresponds with end users and technicians. Any changes made to a ticket can be automatically sent to all parties referenced in a ticket.
- Ticket updates via email. WHD also allows for tickets to be modified by email responses by clicking links in the corresponding emails it modifies the subject line which in turn updates the ticket when it is processed. For example, I can click the link to close the ticket in the email, type up a solution, and send the email and the ticket will automatically update and close out.
- Built-in inventory scanning. This system is very cumbersome and problematic. We eventually gave up on utilizing it as it was generating numerous duplicate entries.
- Software tracking. When the inventory scanning did work, the end results were not very efficient. We would have liked to have the ability to search for systems with Office 2013 installed on them for example, but their was no easy way to do that.
- Reliability. We find the server needs to be rebooted every couple of weeks as it slows to a crawl. This isn't a huge inconvenience to our small IT department, but it is an annoyance.
April 15, 2016
SolarWinds WHD Review
Our IT department uses it to track issues and manage the workload and see what to prioritize our time on.
- Keeps us organized
- Accepts incoming email
- Decent reporting
- AD integration
- Layout can be confusing
- Integration with other products (ex: Lansweeper)
April 01, 2016
Good Product That Requires Tailoring
SolarWinds Web Help Desk used to be used as the organization's ticketing system. It was being used by all IT staff. It was implemented in order to provide an environment for us to launch our CCF initiative.
- Ticketing
- Asset Management
- Group Management
- Change Control is not natively built in. It took a large amount of time to tweak WHD to perform this task by creating mailing groups, approvals, etc.
- The calendar function for setting up return for rented equipment in the asset management could be done better. Perhaps provide a widget that alerts the users of when and what needs to be returned and upcoming retrievals of equipment.
- Make custom trees for ticketing types easier to create. It would generally take me 30-45 minutes to create a new ticketing type and sub types. It shouldn't take that long.
September 25, 2015
District Approved
SolarWinds Web Help Desk was used by all district staff to open and track the status on technology related request. Our technical support staff used the system to update their tickets, track trends, create an FAQ database to assist teachers with some initial troubleshooting, notify the district of a outage or maintenance. We also used it track district inventory on all district owned equipment, this included of over 5000 student iPads and chargers.
- I love the dashboard. Being about to see a quick snapshot into what is going on was helpful when tracking trends and see where we were as a whole.
- The system is very user friendly for the end user. It makes entering a ticket very easy. This is one place that we continued to struggle before moving to SolarWinds Web Help Desk and our staff was ecstatic at will how easy it was to enter tickets and find out the status of an existing ticket
- Custom and automatic reports. We found this to be extremely helpful and it was not dependent on someone pulling the trigger.
- We did struggle with some of the inventory features. Because we were dealing with over 5000 iPads we found the check in and check out process very cumbersome and difficult to complete in a timely manner. There were to many steps where people had to type, click and some times we found that it would time out and not save the changes
- When creating invoices, we were not able to get the student name to be the bill to. It would always default to the Client Admin for the location. Again, we did find a work around but it takes more time and sometimes we were short on time
- Students would make payments on their invoices but we also found that was not something that worked well in this system.
September 21, 2015
Web Help Desk is a boon to IT management and Asset Compliance
I used SolarWinds Web Help Desk at my old district. When I moved to my new position and saw the ticket system in place and our lack of inventory management I knew that implementation of SolarWinds Web Help Desk at my new job was going to be a huge boon. Not only has it simplified ticket responses but has allowed for robust inventory tracking. Integration with Active Directory has been a huge plus as well as planned SCCM integration for our inventory. Current implementation is only for our IT department but planned expansion to HR and operations is on-going as the benefits of a single platform and communication have already been readily seen.
- Customized ticket assignment, and routing.
- Asset management and tracking.
- Client, ticket and asset linkage.
- More variance in dashboard tracking.
- Second phone option for clients.
- Better way to track software.
- Reporting can always use more help.
September 15, 2015
Web Help Desk Will Help Your I.T. Staff Be The Most Popular People In Your Organization
We deployed SolarWinds Web Help Desk in a school district for use by teachers and administrators to report issues with technology in our district. The Tech Department (6 people) access the technician side, while just about 800 teachers and administration staff access the client portion of the system. The only people who do not have access to put in tickets are the students - they have to ask teachers to report the issues directly to us. It really helps get a handle on what issues are occurring, the frequency with which they occur, and which people we can count on to give us the best information.
- Client/Location History Is Very Helpful
- AD/LDAP Integration Is Easy
- SolarWinds Support Is Very Responsive
- DameWare Remote Control Integration Is Useful
- FAQ System Is A Big Time Saver
- Messages System Helps Prevent A Flood Of Tickets Over Known Issues
- Support occasionally misses the mark (e.g. usually simple misunderstandings or mis-communications)
- Intermittent UI bugs (e.g.: fields disappear until page refreshes)
- AD/LDAP imports can be quirky (e.g.: user name changes, deactivates old user, makes new user instead of just renaming user)
- Reports can be tricky to write
September 15, 2015
SolarWinds Web Help Desk is a Great Tool!
We initially began using the product strictly to manage our hardware assets. We were dissatisfied with the ticketing system we were using so we began evaluating the ticket module in SolarWinds Web Help Desk. We started with one small team and have expanded its use to our IT Help Desk and HR representatives. The solution works well in both environments.
- SolarWinds Web Help Desk is easy to configure and customize. Some other, more complex solutions have more capabilities, but if they are so difficult to configure that they aren't used, the are useless.
- SolarWinds Web Help Desk does an excellent job of managing hardware asset information. This is critical in assigning tickets with accurate information.
- We have had spotty success with technical support. While adequate, I would like to see the support match the functionality of the product.